Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4th, 2024, purchased the kickboxing course through ISSA. On May 8th, four days into the 7 day refund policy, I requested a refund. Between then and now I have tried approx. 11 times to reach ISSA. May 4th, 2024 ISSA - Invoice ********************* (#*******) May 8th, 2024 - Ticket Received - [#*******] Re: ISSA - refund May 14th 2024 - Ticket Received - [#*******] Re: ISSA - refund + replied to email from ********************** May 16th, 2024 - Ticket Received - [#*******] Re: [#*******] Re: ISSA - refund + follow up reply to *********** May 23rd, 2024 - Ticket Received - [#*******] Re: [#*******] Re: ISSA - refund May 27th, 2024 - Ticket Received - [#*******] Kickboxing May 29th, 2024 - added a comment on a ******** post asking for assistance. May 30th, 2024 - submitted a post to admins in the ******** group. It wasn't approved as of yet. May 30, 2024 - attempted twice to chat online. Was passed on to other people, and completely ignored (have recording and screen shots of "conversations". Called the 1 800 # but was passed off again and the wait time was estimated at 10 minutes. I had mentioned several times that calling was not a feasible option. Given their "6 min" wait time on chat for both I opened, I knew that was not the case and hung up. It was still not a feasible option. I am still waiting to get my refund.

  

  Business Response

  Date: 05/31/2024

  Hello *****,

  
  Thank you for bringing this to our attention. Because you requested your refund within the cancellation window, we are able to honor your request and it will be submitted for processing today. We will investigate why you were unable to reach someone about this in a more timely manner and apologize for your experience.

  
  Best,
  *****************************

  Director of Support
  

  Customer Answer

  Date: 05/31/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 14 2023 I began a personal training course thru ISSA. $155 that day and every following 14th. On day 7 of their 7 day defund policy I decided the course was not for me and that I would not like to continue the course. I called and waited patiently on the line for over ****************************************************************************** on a brief hold which lasted just over 30 minutes longer before the call was disconnected (which landed outside of their office hours so I was unable to reach another associate) following that instance I called again the next day and 4 other times. Each time I was either placed on a hold and disconnected, treated poorly by staff (employee raising her voice and me and hanging up on me) , told that due to the nature of my situation Id be placed on an escalation list and Id receive a call back (told this twice, never received a call) or I got an answering machine that instructed me to give a detailed response and await a call back (never received) I eventually received an email from a representative that responded to me once then ignored 5 following emails throughout the next month. I called during the 7 day window but due to negligence by their staff I did not receive service. I followed up the next day and was told it was too late although Id been mistreated the day prior when I did my part to cancel and receive a refund. ISSA guarantees a refund and cancellation if requested in the first week. I attempted this and waited an hour on the phone before being disconnected then ignored for the next 2+ months. Since then Ive paid $155 every 14th with no response from ISSA employees that guaranteed a call back, answering machines guaranteeing a call back or the representative that ignored 5 emails from me after responding to one. I havent even visited the training site since day 6, I never attempted the exam and my courses are expired. Im looking to get the refund promised in their policy.

  

  Business Response

  Date: 05/31/2024

  Hello Hunter,
  
  Thank you for reaching out and providing us with this feedback.
  
  Upon review of your account and our contact history, I see that the first time after enrollment that you reached out to us via phone was 2/29/24, which would have been 15 days beyond your enrollment. During that phone call, the cancellation policy was reiterated to you. I see additional conversations where our team suggested alternatives to cancellation such as speaking with ***************** Services about lowering your payments.
  
  We take any suggestion of negligence very seriously, but after review, I do not see that the request to cancel was made over the phone or in writing during the cancellation period. Because of this, we cannot approve your request, but I do recommend speaking with ***************** Services about your payment plan by calling ************.
  
  Best,
  *****************************
  Director of Support

  Customer Answer

  Date: 07/03/2024

  I am rejecting the businesses response because it is simply not true. I'm trying my best to understand this problem from the business aspect as well and upon thinking this way I wonder if my first call had not been recorded or recorded with details seeing as I only spoke to a representative for less than a minute and never gave any personal info before being placed on a hold that would then disconnect over 30 minutes later leaving me outside of their office hours on the 7th day of the 7 day policy. I'm genuinely hoping that some representative from ISSA will understand these circumstances and see how I, a trusting and respecting customer, was mistreated in this situation. I have thorough respect for ISSA as an institution and don't believe that something like this is something they'd stand for. Simply, because I did attempt to cancel my subscription within the 7 days but was dealt an unfortunate hand by their customer service staff. I would certainly understand ISSA responding the way they did if their customer service was consistently good and a story like this would be unlikely but as I said before i made so many attempts to call or email to make this right and throughout the whole process I was spoken to aggressively, lied to, or ignored which, if anything, supports what happened to me that day. I certainly cannot speak for all of their staff but I only spoke to one person who was pleasant and seemed as though she genuinely wanted to help me and still she told me i'd receive a call back and i never did; so to my knowledge the customer service at ******************** is negligent and I fell victim to that and this just doesn't seem like morals of the company I intended to invest in my education through.

  
  

  Below is another copy of my initial complaint so you may review the details of my situation and reconsider your response. I'm not angry with ISSA, like I said I have respect for them and was so eager to engage in their curriculum when I started. I chose them over other CPT programs and I was confident in that. At this point I'm only disappointed in the way I was treated attempting to cancel because I was so sure that this was a respectable business. I'm a lower middle class American, so an investment like this was something huge to me and my financial situation but I was very sure that I trusted ISSA to make it worth my hard earned money. Shortly after I decided it wasn't for me and I expected the institution I placed so much trust in to at the very least hold up their cancellation policy. Additionally; it is so much more than evident within the activity of my account that I was sureIi wasn't interested early on because I only signed on twice in the first couple of days and never attempted the exam. 

  
  

  To restate my desired solution: I do feel entitled to a refund and to proceed in cancelling my account. At this point my courses are well expired and they are virtually untouched. My situation is so black and white and I'm genuinely praying that whoever deals with this response has the heart to not endebt and continue to financially burden a struggling, 20 year old, lower middle class american who is just trying to make it over a situation where I was mistreated by the customer service of this institution. Not only is it just that I expect this because it is their policy but also my fees are such a grain of salt to this massive association. Where my total fees would account for 1/14 of my income for the entire year. All I want is the cancellation that I was guaranteed as a paying customer from the start and if their customer service was effective I would have achieved that with ease. Please, see this for what it is and make this right. I do think highly of ISSA and would love to call this a small incident that was unlike them. Because, at this point I would still recommend them to anyone looking for CPT training and I would love for my feelings to remain this way. Please.

  
  

  My initial complaint will be listed following this,

  
  

  Best,

  
  

  ***********************

  ********************

  
  

  On February 14 2023 I began a personal training course thru ISSA. $155 that day and every following 14th. On day 7 of their 7 day defund policy I decided the course was not for me and that I would not like to continue the course. I called and waited patiently on the line for over ****************************************************************************** on a brief hold which lasted just over 30 minutes longer before the call was disconnected (which landed outside of their office hours so I was unable to reach another associate) following that instance I called again the next day and 4 other times. Each time I was either placed on a hold and disconnected, treated poorly by staff (employee raising her voice and me and hanging up on me) , told that due to the nature of my situation Id be placed on an escalation list and Id receive a call back (told this twice, never received a call) or I got an answering machine that instructed me to give a detailed response and await a call back (never received) I eventually received an email from a representative that responded to me once then ignored 5 following emails throughout the next month. I called during the 7 day window but due to negligence by their staff I did not receive service. I followed up the next day and was told it was too late although Id been mistreated the day prior when I did my part to cancel and receive a refund. ISSA guarantees a refund and cancellation if requested in the first week. I attempted this and waited an hour on the phone before being disconnected then ignored for the next 2+ months. Since then Ive paid $155 every 14th with no response from ISSA employees that guaranteed a call back, answering machines guaranteeing a call back or the representative that ignored 5 emails from me after responding to one. I havent even visited the training site since day 6, I never attempted the exam and my courses are expired. Im looking to get the refund promised in their policy.

  

  Business Response

  Date: 07/08/2024

  Hello Hunter,

  I would like to discuss your situation further, so I've sent you an email directly, and I'm optimistic we can find a course of action that is satisfactory.

  I look forward to your response.

  Best,

  *****************************

  Director of Support
  

• Initial Complaint

  Date:04/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/5/24, ******* from ISSA contacted me about a sale. Its been yrs since I looked up Issa, he said. So I signed up for 6 courses for $83./mon. I was able to study my courses online for almost 2 months. Then a new learning hub was added, & I havent been able to switch from page to page. I have contacted Issa 3-4 times. They asked that I download ****** chrome, I did. I cannot study my ************** cannot understand why. I spoke to a lady ************ walked me thru the steps, but she was perplexed that I couldnt leave homepage & begin my courses.. I asked that they cancel my courses & even lose the money Ive pd., but they cannot. She suggested I find someone to take over my courses. The money is wasted on courses that I cannot access. Please help me cancel these courses so I will not continue to be charged. Thank you.

  

  Business Response

  Date: 06/07/2024

  Hi ********,

  I apologize for the delayed response. I reviewed your account, and I see that we are unable to honor your request for a refund. Per the Terms and Conditions all students agree to when signing up, cancellations are permitted within seven days of purchase as long as the final exams have not been completed.
  
  You can see the full policy here: ********************************************************************************;
  
  I spoke with our tech team, and it does not appear that our website is down or inaccessible, but we are invested in ensuring you are able to access your course material. For additional support, pleases email at **************************************** so this matter can be further investigated.
  

  Best,

  *****************************

  Director of Support
  

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called several times to stop payments on courses I have not taken on issa and have had no luck with payments being stopped. When I first signed up I was told I didn't have to pay for classes that I wasn't taking since personal training and CPR are the ones I needed. However I was told that it would be better to get the full package. I called someone 2 weeks later and said I didn't want these other classes and needed to see about not continuing to be billed. However I was told that I since it was past the 7 days I couldn't cancel and now I am having 200$ a month coming from my account for classes I am not even taking. This has caused a server hardship on my son and I and I really need help cancelling this. However I didn't sign any agreement that I would continue after I signed up and now I feel like I am being taken advantage of and locked into paying for classes I am not even taking. I feel like this company refusing to stop payments on things I am not taking and continuously taking 200$ a month out of my account for absolutely nothing that is beneficial for my son and i survival is stealing and unethical. I am a single mother and this is a scam. I mean I am having a hard enough time paying for things for my child without government or child support for this company to continue to take money out of my account for services I am not even using. I feel their should be a law against this kind of business and this hardship it has caused on my son and is not worth it. I am not even using the classes or doing all the other ones that were a part of my package. Every other company has a cancellation policy that they will work with you on however I feel at this point it's stealing and my son and I shouldn't have to go through financial hardship paying a company for things I am not Even using. This should be against the law to do. I need help getting out of this and would love payments to stop coming out so I can actually buy food and pay bills that are much needed

  

  Business Response

  Date: 06/07/2024

  Hello *******,

  Thank you for providing feedback on your experience.

  When I review your account, I see that you enrolled on 9/1/23 and reached out on 12/1/23 to cancel. At that time, our staff let you know that we could not honor the request, because it came outside the cancellation window. Per the Terms and Conditions all students agree to when signing up, cancellations are permitted within seven days of purchase as long as the final exams have not been completed.
  
  You can see the full policy here:***************************************************************************
  
  I realize your circumstances are not ideal, but we must hold to our cancellation policy to remain within integrity with the decisions that have been made for other students in similar situations. With that said, I see that our ***************** Services team has reached out to try and work with you on your payments. Please contact ***************** Services at ************** (option 2) or email ************************************************* for further assistance on this matter. They are generally available Monday through Friday from 6am to 5pm (MST).

  Best,

  *****************************

  Director of Support
  

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ok i have canceled my ISSA courses on the 6 day of the 7 day trial period i have called and for months they have been charging me every month for something that should have been canceled 6 days in to the 7 day trial so i have changed my card 4 time s this year already i only make enough to pay my normal bills and food i only make ****** a year its been **** nut yall are not making it any easier im out of money this month cause yall didnt file the paper that yall didnt put the stuff in the **** computer i really need that back it wasnt canceled iton the 6th day and you are taking money out of a card ending in 4224 that has been canceled an has been cut up for months now you shouldnt even know that number i never even used that card except to buy a game for my son then i canceled the order so this card was only used 3 tiimes and wasnt ever given to put in you files bur i have neck problems they stopped about last year but started acting up again and im afraid i will have to stop payment and cancel my classes i dont want a refund and stop all payments

  

  Business Response

  Date: 04/12/2024

  Hello ******
  
  Thank you for giving us the opportunity to review your complaint. After researching your account, heres what we found out.
  
  - You enrolled in the **** Nutritionist and T3 HIIT courses on 2/19/2024 with the $1 down.
  - You opened and attempted both the *** and Nutritionist exams the day after enrolling (2/20/2024). You have also attempted both exams multiple times without passing.
  - Unfortunately, once a student opens and attempts a final exam, they become ineligible for cancellations and/or refunds. 
  - We also dont show any record of you contacting ISSA to request cancellation within the first 7 days of enrollment.
  - The first request for cancellation we got from you was on 3/20/2024.
  - We do show, however, that you reached out to ISSA on 2/20 and 2/23 to pay for retest fees. 
  - You reached out again on 3/1, and 3/5 after paying to retest, needing Support's help on how to re-access your test.
  - You called on 4/9 request cancellation, but was you were informed by Support Coach (Skylar) that you were not eligible for cancellation due to attempting the exam(s) the day after enrollment.
  Your first official payment of $119.90 was successfully received by ISSA on 3/1. 
  So far ISSA has collected $120.90 of the $1319.90 owed. 
  You also paid one $99 retest fee.
  
  If it helps you out, we are happy to offer you one additional complimentary re-test per course, but we are unable to cancel and/or refund your money. Please let us know if you would like us to do that for you and we will process it immediately. Thanks ******.Have a great Weekend. I will wait to hear from you. Cheers!

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in ISSAs yoga course on February 27th. In the enrollment process I was informed verbally if I cancelled within the 7 day period, I would be refunded 100% but thats not the only reason why I am filing this complaint. Please note, ISSA never provided me with a written contract. On day three March 1st I realized there was a problem with the system not saving my progress. I informed ISSA. I restarted the modules to get access to the main course materials but once I got to the main course the instructions, content and titles did not match and were not synchronized with the course directions. I then reached out to ISSA and my enrollment coordinator for help on March 4th (Monday day 6). My enrollment coordinator said she forwarded my concerns to her manager. No contact. I reached out additionally, and was asked to give the company until Friday March 8th to look into the matter further with their content department. I never heard from anyone and I reached out on Friday as a follow up. Monday March 11th I informed my coordinator and emailed the support team, I was done waiting and would like to cancel. Monday I got a call from someone to cancel my account. Fast forward to today March 13th I was informed my course was cancelled but the $129 for my first payment would not be refunded because of the 10% cancellation after the 7 days for the ***** cost of the course which is $1484.00. Think twice before enrolling or make sure the course materials are available and correct for what your course. They have a ton of courses that I would have been interested in doing but wont do business with someone who clearly doesnt follow ethical business practices. I have put a dispute with my financial institution as well as escalating it with ISSA management so hopefully there is a resolution.

  

  Business Response

  Date: 03/19/2024

  Hello ******** - 

  Thanks for the opportunity to review your complaint.

  After further investigation, ISSA has agreed to waive the 10% admin fee and has already issued a refund in the amount of $129.12.

  Please allow a few days for this to reflect on your bank statement.

  You should be all set now.

  Thanks for the opportunity to correct this for you. We hope we can assist you with your fitness journey in the future.

  - Student Support

   

  Customer Answer

  Date: 03/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I am showing a pending refund from ISSA with my form of payment which covers the 10% admin fee. 
  
  Regards,
  
  ******** C
  
   
  

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ISSA refused to provide customer service for my concern with unavailable calls, unavailable chats (other than sign ***** and failure to adhere to its own policies. No follow up with ISSA regarding the job guarantee and this has prolonged the time for reaching potential employers. *****, spoken with on Feb 14 ************************************************************************************************************************************* to his management for addressing my concerns with his behavior. When I proceeded to request the chat be emailed to me, ***** refused to respond any further even with my consistent attitude throughout the chat. ISSA needs to refund this course due to the failure to honor their guarantees and not having an outlet for communicating with ISSA consistently.

  

  Business Response

  Date: 02/23/2024

  Hi ******
  
  Thanks for giving us an opportunity to review your most recent complaint.
  
  Here is what we found out:
  
  - So far, ****** has paid $166.50 (of the $999 + tax) toward the most recent purchase. After multiple attempts to reach ******, ISSA has not yet been able to collect the most recent payment due in the amount of $83.25.
  

  - 12/27/2023 and 2/15/2024: Student engaged with several people in both Enrollment (sales) and in Student Success via chat and was quite combative and argumentative in each exchange. 
  

  - Chat conversations: ****** often wanted to make a payment or do something payment related (updating payment card, etc), which we cannot assist with via unsecured chat due to compliance.  This was explained to ****** on several occasions, and ****** was directed to call ***************** Services (SFS) for assistance.

  - ISSA does understand ******* frustration about the chat conversation with ***** and this has been addressed.
  

  - Job Guarantee: As noted in our response to ******* previous BBB complaint back in Oct. 2023, ****** did not meet the requirements needed to qualify for a job guarantee refund.
  
  Due to the information above, ISSA cannot provide ****** with the refund requested. However, we encourage ****** to contact ***************** Services (SFS) to bring the past due account current and for any other payment-related needs. ***************** Services (SFS) can be reached at: ************** (option 2).
  
  Thank you for allowing ISSA to help you with your fitness journey.

  Customer Answer

  Date: 02/23/2024

  I would love to know what aspect of the chat you view as combative so we can come to a resolution because the chat was posted along with my reply. ISSA has failed to provide customer service unless it is regarding payment and has not provided the guarantees outlined. The previous payments will be disputed with my bank and I am demanding the remainder be cancelled or this will be handled via small claims court in **

  

  Business Response

  Date: 05/31/2024

  Hello ******,

  In review of your response, I would like to address the customer service issue. As noted in the original chat conversation and the response to your complaint, the only way to address issues with ***************** Services is to call or email that team, as they are the ones with the tools and authority to address your concerns about payments. I'm sorry that you've had a disappointing experience, but I encourage you to reach out to them directly for any further needs relating to payment.

  Best,

  *****************************

  Director of Support
  

  Customer Answer

  Date: 06/04/2024

  There is no issue with payment as the services and guarantees issued are not valid and therefore payment is not either. I am requesting this balance and payments refunded before proceeding with litigation 

• Initial Complaint

  Date:02/12/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dec 26th I completed my online program and was told my certificate was mailed Dec 29th Waited 2 weeks nothing. Called again said it would going out that Friday. And won't send me a tracking number. Called today 2/12 and was told they will not over night and would send my tracking number. I still have no tracking number. I want what I paid for and my certification that I worked hard for sent to me.

  

  Business Response

  Date: 02/19/2024

  Hi **** - 

  Thanks for bringing this to our attention. Here is the tracking number for your records: UPS 1Z0337Y31523341620.

  I was told that your certificate was delivered this morning, but you have the # just in case you need it.

  We apologize for the delay and if we can help with anything else, please don't hesitate to call our Student Support team at ************** (option 3).

  Have a great week.

  Student Support Team

   

   

• Initial Complaint

  Date:02/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my account within the business days asked to cancel the account which is in 7 days and they keep telling me I cannot cancel my subscription when I longer want to use their services so they have been continuing to contact/ send invoices, knowing that I asked to cancel serval times and I no longer would like to proceed with their services

  

  Business Response

  Date: 02/14/2024

  Hi ****** -

  Thanks for giving us an opportunity to review your complaint.

  After further review, her is what I found out.

  - July 25, 2023: Student enrolled in a bundle package
  - Total purchase price of the package was $899 (plus tax), and student put down $52.68 at time of enrollment (no additional money has been successfully collected beyond this first payment.
  - According to student's account notes, the first note was listed on 9/31/23 by ***************** Services (SFS), It states the following: Spoke with Student, and scheduled a payment out to process on: 9/1 (this payment was never collected)
  - ****-2023: The student submitted a ticket requesting to cancel her courses...this is the first note suggesting that the student wished to cancel.
  - **** through ****: Multiple tickets were exchanged between the student and ***************** Services, with SFS reps continually and clearly noting that the student was not eligible for cancellation given that it was well past the 7 day cancel policy.

  - ***************** Services (SFS) made Multiple offers to the student to assist with payment options, etc.

  - A number of attempts have been made since enrollment to collect money owed, but the $59.68 initial payment is still the only money collected thus far.
  

  We have no record of the student attempting to cancel within the 7 day cancel window, and she has been informed multiple times that she is not eligible for cancellation. Because of this, ISSA can not substantiate her claim and cannot cancel her course or refund any money. There is still plenty of time to complete the courses purchased and our Student success team is here to help answer course related questions if help is needed. We are here to help you succeed as you continue your fitness journey.

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased on 11/28 and canceled on 12/2. $2,000 Progam paid over 11 months. Even though now they only charge $99 monthly for the same program. They continued to charge me $200+ monthly even though they acknowledged and accepted my cancellation and agreed to give me my money back.

  

  Business Response

  Date: 06/06/2024

  Hello *****,

  Thank you for escalating this issue; we take all complaints seriously and investigate each one thoroughly.

  When reviewing your account, I see that you did submit your request within the cancellation window and were advised of the 10% non-refundable portion. When we tried to issue your refund on 12/8/23, however, a dispute had already been filed with your bank and we were unable to execute the refund. Since then, there have been several other disputes that have stopped us from being able to issue a refund, as the funds were added back to your account by your bank. No additional payments have been attempted since 2/8/24, but I would recommend reaching out to our ***************** Services team for next steps. They can be reached at ************** (option 2).

  I'm sorry your experience has been negative, but I'm optimistic we can get this sorted out.

  Best,

  *****************************

  Director of Support